[6560] in RedHat Linux List
Support troubles.
daemon@ATHENA.MIT.EDU (Andreas Kostyrka)
Thu Nov 28 05:49:03 1996
Date: Thu, 28 Nov 1996 10:22:41 +0100 (MET)
From: Andreas Kostyrka <andreas@ag.or.at>
To: redhat-list@redhat.com
In-Reply-To: <199611280906.KAA03200@localhost>
Resent-From: redhat-list@redhat.com
Reply-To: redhat-list@redhat.com
Hi!
About this redhat support troubles, what about outsourcing some
of the support? (To external consultants on the internet?)
So then, you can hilight in the auto reply, that the support mails
MUST carry the Serial.no., which can be made to be detected automatically.
Then, when redhat has troubles with keeping up with business, it can hire
(the mode of payment, etc. could be hard to solve, but then, I'm a CS
major, not a BA major *grin*) supporters on the internet, for example for
Serial.nos. n - n+m. As the support contracts are usually short lived,
there is no problem with this, because when RH contracts just for this
enumbered serial nos, and the support expires so or so after 30/60 days or
what ever. And if the customer wants to complain about the support ->
(s)he can always contact the supervisor.
The external consultants could probably fix a huge part of the problems
for themselves, and if there is a real problem, they can forward it into
RH (most preferably to the right person).
Only problem to solve: Fax support? (Could probably be forwarded on
a basis like this: Fax: SUPPORTNO + SERIALNO, but this depends upon your
PBX.
This could also make it possible to have RH consultants (and RH support)
available in non-english languages, which could be an additional plus.
just my $0.02,
Andreas
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